Bilingual Service Desk Analyst

3 weeks ago


Toronto, Canada Swoon Full time

Swoon's Real Estate client is in search for a Bilingual Service Desk Analyst


6 months contract - with possible full time.

Hybrid - 3 days in the office


Job Responsibilities:

  • Provide initial point of contact and resolve customer issues promptly.
  • Escalate unresolved queries to higher tiers of support when necessary.
  • Support end users with mobile, telephony, desktop/laptop, standard productivity applications, peripherals, and other computing devices.
  • Assist with desk and office moves, including physical relocation of IT assets.
  • Offer on-call support as required.


Productivity & Collaboration

  • Deploy productivity and collaboration tools across the organization.
  • Develop and maintain standardized desktop and laptop images and configurations for different user groups.
  • Install, repair, and maintain end user software and hardware.
  • Troubleshoot and escalate software, hardware, and network issues.
  • Conduct follow-ups on service requests and problem tickets.
  • Create and update documentation to ensure consistency and efficiency in processes (e.g., quick reference cards, FAQs).
  • Monitor and report on desktop/laptop issue resolution, change implementation, and performance.
  • Perform other duties as assigned.


Qualifications

  • 2-5 years of experience in a Service Desk role role.
  • Strong technical background with a customer service focus.
  • Excellent interpersonal skills adaptable to various user skill levels.
  • Ability to manage multiple high-priority tasks in a fast-paced technical environment.
  • Knowledgeable in information systems hardware, software, connectivity, and database management.
  • Flexible work schedule availability.
  • Strong analytical and organizational abilities.
  • Business-minded with a focus on cost-effective solutions.
  • Bilingual proficiency in English and French (both written and verbal).



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